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Microsoft MB-230 Exam Syllabus Topics:

SectionObjectives
Topic 1: Manage cases and knowledge- Knowledge management
  • 1. Knowledge articles creation and lifecycle
    • 2. Search and knowledge usage
      - Case management
      • 1. Create and resolve cases
        • 2. Automate case routing
          Topic 2: Configure Dynamics 365 Customer Service- Manage cases and queues
          • 1. Queue configuration and routing
            • 2. Case lifecycle management
              - Configure customer service applications
              • 1. Configure basic system settings
                • 2. Set up Dynamics 365 Customer Service app
                  Topic 3: Implement omnichannel for customer service- Omnichannel setup
                  • 1. Chat, voice, and messaging configuration
                    • 2. Routing and work distribution
                      Topic 4: Manage service level agreements (SLAs) and entitlements- SLAs configuration
                      • 1. Track SLA compliance
                        • 2. Define SLA KPIs
                          - Entitlements
                          • 1. Create and manage entitlements
                            Topic 5: Analyze and improve customer service insights- Reporting and dashboards
                            • 1. Use analytics in Customer Service

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                              Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q250-Q255):

                              NEW QUESTION # 250
                              You need to choose which tools need to be created and configured to meet the following requirements.
                              Which tools should you configure? To answer, drag the appropriate tools to the correct requirements. Each tool may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
                              NOTE: Each correct selection is worth one point.

                              Answer:

                              Explanation:

                              Explanation
                              Box 1: Interactive dashboard
                              Support representatives must have a real-time view of cases assigned to them, including the status of each case.
                              What is an interactive dashboard?
                              An interactive dashboard is a data visualization tool that allows business teams to track, analyze, and display metrics of various sorts. Dashboards feature charts, tables, maps, and other visualizations to help viewers understand the story the data tells.
                              Box 2: Chart by account
                              Support representatives must be able to see a graphic view of cases by customer that are assigned to them.


                              NEW QUESTION # 251
                              You are implementing Omnichannel for Customer Service for a company.
                              The company has set up dedicated teams to handle inquiries from different social platforms. Each team member specializes in a specific product line from the company. However, the team members must be able to pick up any inquiry coming into the team.
                              You need to configure the system.
                              Which two components should you configure? Each correct answer presents part of the solution.
                              NOTE: Each correct selection is worth one point.

                              Answer: B,D

                              Explanation:
                              Reference:
                              https://docs.microsoft.com/en-us/dynamics365/customer-service/routing-work-distribution-oca


                              NEW QUESTION # 252
                              You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.)

                              You must modify the business process flow to include the check-email step at the beginning of the research stage.
                              Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
                              NOTE: Each correct selection is worth one point.

                              Answer:

                              Explanation:

                              Explanation:
                              Graphical user interface, text, application, email Description automatically generated

                              Reference:
                              https://docs.microsoft.com/en-us/power-automate/create-business-process-flow?context=/dynamics365/context/s


                              NEW QUESTION # 253
                              You are implementing a help desk system that enables users to submit cases by using telephone or email.
                              You need to ensure that cases are classified correctly.
                              What should you do?

                              Answer: B


                              NEW QUESTION # 254
                              You are implementing Dynamics 365 Customer Service Workspaces for your company's help desk without additional software. Help desk representatives must be able to open multiple sessions. The configuration has the following requirements:
                              * Ensure each helpdesk representative has the same user experience when togging into the application.
                              * Customer records must automatically open when a helpdesk representative opens a case.
                              You need to configure the help desk settings.
                              What should you configure? To answer, select the appropriate options in the answer area.
                              NOTE: Each correct selection is worth one point.

                              Answer:

                              Explanation:

                              Explanation:


                              NEW QUESTION # 255
                              ......

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